Customer Service Resources

Customer Service Resources

March 12, 2017 Wayne 0

Customer service is a lifelong development skill. Everyday you improve your customer service skills. This is learned by interacting with your customer and working with mentors to provide coaching. However if you talk to anyone with exceptional customer service skills they will tell up how important it is to read […]

Help Desk Certifications

Help Desk Certifications: What you should know

March 11, 2017 Wayne 0

In the world of Information Technology, there are many help desk certifications that can be obtained. Many technology companies offer help desk certifications for their systems and applications. These help desk certifications focus on server administration, programming, security, ITIL, networking, customer service, and many other areas. A certification will recognize […]

Trump Tweeting for Customer Engagement

Trump knows Customer Engagement Works

January 21, 2017 Wayne 0

Customer engagement for small business owners starts with being accessible to their customers. Many owners and managers let their front-line staff handle customer engagement by face to face interaction. While delegation is important, without direct customer interaction leaders lose the pulse of their customers. This leads to failing to make […]

Individual and Team Recognition

September 8, 2016 Wayne 0

Individual and team recognition leads to employee engagement and productivity improvements. Too many managers focus just on negative employee behavior and implementing human resource approved disciplinary actions. Successful managers not only ensure they deal with negative behavior but also celebrate success or positive behavior. This celebration of success reinforces positive […]

Help Desk Stakeholder Groups

September 6, 2016 Wayne 0

Successful managers know, it is important to quickly build relationships and seek input from key help desk stakeholder groups to be successful. These key help desk stakeholder groups are your department’s leaders, the customers you support, the staff that report to you, and vendors you have contracts with. Managers must […]

Employee Training and Development

September 1, 2016 Wayne 0

Managers know that company success is a result of knowledgeable and engaged workers with skills to meet their job duties. To develop and keep top talent productive, you need a comprehensive training and development program. Employee training is to improve worker’s performance by transferring skill-based knowledge to be used in […]

Ticket Classification Benefits

Help Desk Structure and Effective Policies

August 28, 2016 Wayne 0

There are many factors to consider when you design your help desk structure. These factors include contact channels, hours of operation, language, customer base location, security and many other items. These are the core foundation decisions you make to build your policies and processes on. Help Desk Structure: Policies Managers […]

Performance Reporting: Help Desk Metrics

August 21, 2016 Wayne 0

Key performance indicators (KPI) are used for performance reporting to help management understand how the team is performing. It is important to ensure you are capturing accurate performance reporting data to measure, manage and implement continuous improvement efforts. Most of your performance reporting data will come from your phone system, […]

Help Desk Management

Help Desk Organizational Structure for Success

August 13, 2016 Wayne 0

Before you meet your new help desk team, I suggest you understand the help desk organizational structure. Understanding and optimizing the help desk organizational structure is an important critical success factor in achieving team and company goals. The first step is to obtain an organizational chart from your supervisor or […]

Customer service complaints: Help desk improvement steps

August 7, 2016 Wayne 0

If you have managed or worked in a help desk for any amount of time, you may have heard of many customer service complaints occurring repeatedly. Many of these issues are not unique and they transcend all industries. The good news is throughout this book we identify the issues and […]

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